Content & Knowledge Lead

We’re Heidi. We're building the future of healthcare by giving every clinician the earth's finest AI Care Partner. In just 18 months, our clinical AI products have absorbed the administrative chaos of 73 million patient visits. Today, we support over 2.5 million patient sessions a week across 190+ countries. Healthcare systems are failing us; clinicians spend more time on documentation than on patients, and the human connection that makes medicine worth practicing is eroding. Our mission is simple: double the world’s healthcare capacity and strengthen the human connection at its heart. We found product-market fit with a freemium medical scribe that clinicians love. Now, we're expanding. Every task a clinician hands to Heidi is a patient who feels more attended to, a health system unclogged, and a clinician who gets to be a clinician again. If you don’t choose easy and you want to build something way bigger than yourself then, choose the challenge, choose Heidi. Why this role exists right now Right now, our content tends to catch up after the fact: an article goes live once a customer's already hit the gap, a flow gets refined once we've seen where it falls short. We want to get ahead of that instead. This role owns content end to end, working with Product, Engineering, Marketing, and Support so customers and our own team get the right information, in the right place, before they go looking for it. That's the shift we're making: from catching up to staying ahead. What you'll actually do Own the Help Center. Keep it accurate, current, and structured well enough that customers, Fin, and agents can all find the right answer without a human rewriting it every time something changes. Turn product changes into great customer experiences. Partner with Product and Engineering so that every release, feature, pricing change, or integration lands with the Help Center, Fin, and agent-facing content ready before customers feel it, not after. Own the approach, not just the output. Decide what tooling the function runs on, where the inefficiencies are, and how content gets structured so it can feed AI-assisted support tools as well as it feeds a human reading it. This is as much about building the system as it is about writing inside it. Write the content yourself. This is a doer role as much as a leader role. You'll be in the Help Center and the SOPs directly, not only directing someone else's draft. Partner with Marketing. Make sure multilingual content and any other cross-functional content needs are consistent with what Support and the Help Center are producing, so customers get the same answer no matter where they find it or what language they read it in. What we need from you A track record of owning a knowledge base or content function end to end: structure, standards, and the discipline to keep it current as the product underneath it changes. Experience building a function from scratch, not just operating inside one someone else designed. Comfort working across segments or audiences at once, and standardizing an approach across them rather than solving one at a time. An understanding of how content needs to be structured to feed AI-assisted tools, not just a human reader. Strong writing. You'll be judged on the content itself, not just the strategy behind it. The instinct to work directly with Product and Engineering rather than wait for information to arrive. Nice to have Experience with training material or video production, since not every piece of knowledge belongs in a written article. Familiarity with Intercom, Fin, or comparable AI support tooling. Experience supporting multilingual or multi-region content operations. What success looks like 30 days: You know exactly which Help Center articles are stale, which ticket drivers have no content behind them, and you've shipped the first fixes. 60 days: A defined content sprint has closed the gap on our top ticket drivers, and Product and Engineering have a real process for looping Support in before a release ships, not after. 90 days: Content is current by default, not by chase, and the approach is documented well enough that it holds even as the team grows. Practical details Based in Melbourne or Sydney, working closely with our Support, Product, and Marketing teams. The way we work 1. Build to Last We design for safety and reliability so clinicians, patients, and our teams can trust what we build every day. 2. Own Your Practice Ideas rise on merit, not title, and everyone shares responsibility for the standards we set together. 3. Move Fast, Stay Steady We move quickly but never at the cost of trust. Progress only matters if people can depend on what we make. 4. Make Others Better Honest feedback, steady support, and shared growth keep our teams improving together. Why you will flourish with us Flexible hybrid working environment, with 3 days in the office. A generous personal development budget of $500 per annum Learn from some of the best engineers and creatives, joining a diverse team Become an owner, with shares (equity) in the company, if Heidi wins, we all win The rare chance to create a global impact as you immerse yourself in one of Australia’s leading healthtech startups If you have an impact quickly, the opportunity to fast track your startup career! Heidi is dedicated to creating an equitable, inclusive, and supportive work environment that brings people together from diverse backgrounds, experiences, and perspectives. Our strength is in our differences. We're proud to be an equal opportunity employer and welcome all applicants as we're committed to promoting a culture of opportunity for all.